| |
| |
|
Customer Service Information |
|
|
|
At the Carwash; The Customer really is always Right
You have no doubt heard the saying that the customer is always right. When you are a customer you happy with this position, when you are the owner of a small business, sometimes you see this is like opening Pandora's box. But for the sake of argument, let me add a caveat to that saying: "The customer is always right, even when they're wrong and you know it." After 27 years in the car wash and cleaning industry, I have heard it all. Here are some ways carwashes can mitigate upset customers. Handling Complaints When you handle a complaint, you need to treat the customer as though they are in the right for expressing their opinion, and since you are taking their money, they have every right to complain. You can handle these complaints by simply listening to what it is they have to say and offering suggestions as to how the problem can be fixed. Often fixing the problem might be very easy. Drips from a door jam or a streaked window is easily handled, and we've already suggested solutions and ideas to help that customer return with their business. If you don't think you can fix the problem (for whatever reason), you can have them call the owner and let them handle any situation, and help mediate or settle any problem that might have occurred. This will not change their attitude towards the manager or employee, every business man knows you cannot please everyone. Some customers just like to complain and a little empathy goes a long way. Removing A Customer If a customer continually complains, and you've given them free car washes, discounts, and just about everything within your power, the next step is to give them a business card or referral to the most expensive car wash or detail shop in the area and say "I'm sorry, we're just unable to please you." Let them learn for themselves just how valuable and affordable your service is to them. They may be sorry for complaining and come back, but in the meantime you'll have removed them from your database and saved yourself weeks of problems. As well as eliminated an irate and irrational customer from tainting your image in front of your more decent clientele. Bad Checks Occasionally, maybe once a week, someone will write you a bad check. Usually it's under thirty dollars, and they'll really be embarrassed. The best thing, of course, is not to confront the customer in front of others. Never say to someone "You wrote me a bad check" in front of their co-workers or even people they do not know. This will embarrass your customer. Simply mail the bad check back to the person who wrote it and request to be paid in cash the next time you see them. If it's a customer you've never seen before and think you never will again, mail it back to them and ask them to write another check 'now that your funds may be more sufficient.' We've found this to be the easiest way to handle a touchy situation. They'll usually feel bad and mail you the money back. If they don't, don't worry about it, just write it off and go on with being the best car wash company in the world. If a person seems to write bad checks consistently you should, of course, politely suggest to that person that business should be done on a cash-only basis. Remember the customer is always right and they need to know that you know that, so show empathy and understanding and make them feel that you respect them and want their business at your carwash. Think about it. "Lance Winslow" - If you have innovative thoughts and unique perspectives, come think with Lance; www.WorldThinkTank.net/wttbbs
MORE RESOURCES:
Customer-Service - Google News |
|
|
|
RELATED ARTICLES
Customer Service Is More Than Just Being Nice To People Many organizations tackle to the issue of customer service by exhorting their employees to speak with a smile. Be polite. Making Your Contacts Work For You The best way to explain this concept is to tell you a story. While calling for lease purchasing property, I spoke with an older widowed woman. Customers - Hold Onto the Ones Youve Got You probably spend a great deal of your time looking for new customers or clients. However, are you sure your doing enough to hold onto the ones you've got. Invalid Excuses for Poor Business Results - The Weather Note to Kmart: It wasn't about the weatherIn the 1970s Kmart was the retailer to beat. No matter what happened, they seemed to turn profit. Writing The Book On Great Customer Service Q: One of the big chain bookstores recently opened up near my small book store. Already I can see my business starting to decline. Five Tips to Calm Cranky Customers 1. Tis the SeasonRecognize that everyone is frazzled during the holidays- you and your customers. Are You Satisfying Your Customers? The latest report from the American Customer Satisfaction Index (Michigan School of Business) reports the following:Customer dissatisfaction with the quality goods and services offered in the marketplace is more than a nuisance. The US economy is heavily dependent on increases in consumer spending. Improving Customer Service Improving customer service starts at the top - with us owners and managers. We need to be living pictures of how we want our staff to treat customers. The Number 1 Rule for Businesses - Be Professional Have you ever walked into a store and things looked sloppy? Stores should have nice neat displays, right? Normally, yes, but sometimes they get a bit messy on busy days and we all understand how that can happen.But what if you were to walk into a store as soon as it opened in the morning and the place looked liked it had been ransacked? What would you think?You'd probably think it wasn't very professional-looking. Developing A Customer Complaint System Background The company was experiencing an increase in the number of customer complaints and an increase in the cost of processing them and we were hired to analyze the current situation and develop recommendations to increase the effectiveness of the process of administering and resolving the complaints.Identify Customer Requirements A consultant was assigned to the design of customer service systems and complaint processes, and who had done extensive work in QFD (Quality Function Deployment), which is a methodology that analyzes the needs of the customer and integrates them with the company processes to ensure the needs are met. Develop Loyal Customers for a Lifetime - part 2 (11 - 20) Traditional marketing strategies encourage business owners to continually grow their businesses by adding new customers. In today's competitive world of business, it is more important than ever to aim for more transactions with existing customers by using the power of customer follow-up and attention to good service. Identify Your Silent Customer Service Message With the growing number of people in every business sector, doing business requires creativity and ingenuity. The entrepreneur that understands the importance of thinking differently is the entrepreneur that sees their businesses growing. You MUST Sweat the Small Stuff It's The Little Things That Make or Break a Small BusinessIf you make a poor impression in small things, why should customers trust you with larger ones like buying your product regularly or giving you a big order? In the last two days, I've seen this simple fact proved three times.I ordered software from Company A. It's Customer Service Stupid: Delivering Customer Service Training That Sticks "Society is always taken by surprise at any new example of common sense."This Ralph Waldo Emerson quote opens one of the most impressive works on customer service: Michael LeBoeuf's book How To Win Customers and Keep Them For Life. Got A Consumer Problem? Millions of people, just like you, end up with a consumer problem that they just can't seem to get resolved. No matter what they do. When a Customer Has Done Everything to Get Your Goat You try to make your customers happy. You sincerely WANT them to be pleased with your products and service. Restaurant Scheduling for Success - Excerpt from Richard Saporito's latest e-book "How to Improve Dining Room Service"This Tip will Help Maintain the Staff Schedule Keeping the Dining Room Service Staff Tight and Content which is Essential for Pleasing Paying Guests.Staff scheduling is closely tied to dining room customer service and crucial for keeping your staff tight, happy and well connected. The Logic of Emotion! Homebuyers are an interesting study. Watching people make their home buying decisions has brought me to the conclusion that every decision that every one of us makes is based in emotion. Foolproof Customer Service Strategies (That Only A Fool Would Try!) Ever notice how customer service varies from store to store? You walk into some stores, and before you can say "Buzz off!" a salesperson asks "May I help you?""No thanks.""May I help you?" asks another. What Every Employee Should Know About How to Prevent Customer Service Conflicts There are five techniques that have been proven to be effective in resolving, minimizing, and preventing conflicts. And by conflicts I am referring to any of the following that may take place between two or more people: misunderstanding, miscommunications, arguments, disagreements, mixed messages, fighting, etc.
|
| home | site map |
| © 2006 |
